How to respond to leads

How you respond to leads is what’s going to set you apart from your competition. Follow our tried-and-tested top tips to help you convert your leads better.

Email or call quickly

You’ll have a better chance of winning the lead if you respond straight away. Email or call the customer within the first 2 hours of receiving the lead. Remember you are competing against other companies to win that lead, so the sooner you get in touch, the better. Don’t forward the original lead email as this looks unprofessional and will only confuse the customer.

Introduce yourself and your company

It’s important to introduce yourself and your company straight away, in both your emails and phone calls. Mention you got their details from Compare My Move, that way they’ll know immediately what the call/email is about. This will also allow the customer to trust you more and view you as a professional.

Show off your company

The customer is going to receive emails and calls from other companies, so you need to stand out from your competitors. It’s vital you sell yourself to the customer and highlight why they should choose you. You can let them know your review rating to build trust - whether that's your Compare My Move reviews, Google or Trustpilot - this will give them peace of mind. Your reviews can be found on your partner page.

Call at a similar time they put the lead through

Calling at a similar time the customer put their lead through will mean you’ll get a rough idea of when they'll be free to take a call. This applies to follow-up calls as well. Make sure the time you call is at an appropriate hour though.

Send an estimated quote

You can provide a quote if you’ve got everything you need. If you haven’t got all the information needed for an accurate quote, send an estimated quote. It’s important to stress to the customer that further contact is needed to provide a final quote for the job. Removal companies should provide a home or video survey to offer an accurate quote, but could provide an estimate in the meantime.

Don't overcall customers

We often see bad examples of responses to leads, with feedback from the public that some partners over-call customers. Our advice is to listen on the phone more than you speak and have a process in place to get everything you need in one phone call. The customer will be less likely to answer if everyone is calling them.

Leave a professional voicemail

Don’t keep trying to call if they’re not picking up, instead leave a professional voicemail and send an email asking when is best to arrange a call. If you can, you could provide an estimated quote in your voicemail which might lead the customer to respond for more information. Don’t forget to mention your company name and Compare MY Move to maximise the chance of contact with the customer.

Send a follow-up email

It’s important to send a follow-up email if there's been no initial contact after your first email and phone call. Everything should be consistent with your first email but keep your follow-up email shorter and to the point. It’s still important to mention your company name and Compare My Move in the follow-up email.

Make the most of Lead Manager

The best way to stay on top of your leads is to use your Lead Manager. You’ll be able to view your recent leads and any that need responding to. The Lead Manager will allow you to respond to your leads and includes all the important information you need to win the job. You can download this as an IOS or Android app.

Use our webhook to help manage leads

With your Compare My Move partnership, you can integrate your leads with many CRM systems via a webhook. If you’re not already using a lead management system, we offer a special discount on your joining fee with Removals Manager. This will help you to manage and respond to leads easier.

Let them know how to book the job

Your initial email should ask the customer when a convenient time is to discuss the quote further so they can book the job. Alternatively, you can let them know they can also email back to confirm the booking if they’re happy with what you can offer.

Booking the job

After you’ve won the job, you should send a clear email to the customer to confirm the date and time they’re booked in. Let them know what will happen before, during and after the job so they’re prepared. Ask if they need a packing service or any help supplying packing boxes or materials. It’s also important to confirm a point of contact so everything runs smoothly on the day.

Implementing just some of our advice into the way you respond to leads will help you convert better. View more of our articles here to help you make the most of your leads.